This documentation supports the 9.1 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Adding work information and attachments to SRDs

You can add work information to an SRD. The work information appears in the Work Info tab on the Service Request Definition form. Use this feature to add work information about tasks performed on the SRD. For example, you can track an SRD's progress by recording the steps you took to implement it in the work history.

You can add an attachment as part of a work information entry, or you can add an attachment directly to the SRD.

To add work information to an SRD

  1. Search for the SRD, select it, and click View.
  2. Click the Work Info tab.
  3. (Optional) Modify the work information type.
  4. From the Source list, select the source of this information.
    Information sources can include, for example, email, system assignment, or the Web.
  5. Enter the details of your work information record in the Date, Summary, and Work Info Notes fields.
  6. From the Locked list, select Yes or No to lock the log.
  7. Select the view access:
    • Internal enables only users in your organization to see the entry.
    • External enables everyone with access to the system to see the entry.
  8. When you have finished updating, save your changes.
    The Save operation adds your entry to the SRD's work history. The Show field enables you to filter specific work entries based on the type of activity that appear in the table.
  9. To see a report of the activities you performed against this SRD, click Report.
  10. To see all entries for work information history, click View.
  11. Save the SRD.

To add an attachment to a work information entry

  1. Search for the SRD, select it, and click View.
  2. Click the Work Info tab.
    Use this tab to enter, view, or delete any attachments for this SRD.
  3. Click Add.
  4. Browse to the document to attach, and click OK to add the attachment to the SRD entry.
    You can add a maximum of three attachments.
  5. Save the SRD.

To add an attachment to an SRD

  1. Search for the SRD, select it, and click View.
  2. Click the Service Request tab.
  3. Under Attachment, click Add, and browse for the file to attachment.
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